Joseph Thibodaux Email and Phone Number

Business Partner Management and Development for Instant Ink. Responsible for the Daily Operations and Leadership of the Business Partners who managed the line of business. • Business Partner Management and Development for the Instant Ink consumer product line of business in the North American Market. Managed 800 front line agents and 100 support staff. Maintaining and monitoring all key performance indicators (KPI’s) to include retention rates, average handling time, and customer satisfaction. • Collaborated and maintained all SOWs for both partners, holding partners accountable to performance and call center statistics. Communicate with Vendor Partners to ensure compliance on all SOWs• Coaches and develops multinational teams and individuals towards better success, all with customer obsession in mind. • Strategic partnerships and innovative business development with a Passion for establishing and maintaining strong professional relationships – Helped onboard a new partner into the HP umbrella in 2023 (Teleperformance).• Expert knowledge of contact center operations, leadership, and performance metrics – transitioned new footprint allocations to increase cost savings and increase retention rates.

Developed and lead the new Omen Gaming team, designed to integrate HP technology with a Premium support model. Developed strategies to use this as a support model for all gaming lines in HP. • Developed plans for integrating Hyper-X into the HP customer support umbrella. Using the HP Omen Premium model for Hyper-X created a standardized experience for customers. • Developed Business Continuity Plans for issues with emergencies, including inclement weather, system downtimes, and contact center closures which included the Covid-19 Pandemic. • Developed the Omen Gaming footprint, growing the team from 11 to 23 front-line employees. This growth is now a fundamental pillar for HP's continued growth and revenue generation. • Developed training, process development and improvement for the Omen gaming program increasing diagnostic accuracy and efficiency saving on extra unused parts used. • Acted as hiring manager, creating hiring profiles, vetting, interview, and hiring and conducting interviews for top tier talent for the Omen team. Produced agents that would enter production with higher Customer Satisfaction. • Changed the “Premium” support model which moved customer satisfaction from 58 to 81. Solved all problems in-house instead of transferring to other departments, reducing transfers. Changed call back procedures to ensure solutions were resilient and accurate. • Provided feedback on all key performance indicators to ensure that strategies were aligned with goals, by reviewing and monitoring incoming and outgoing calls. Provided feedback and recommendations for improvement. • Awarded HP’s Alchemy Award for Innovation

Developed strategies and created strategic partnerships with leaders to convert the Rio Rancho Contact Center into a Center of Excellence for HP. • Removed Average Handle Time as a defining metric. But focusing on key behaviors allowed the site to move from approximately 250 to 2100 calls per day. AHT as a site metric remained within the goal of 18 minutes per call. • Lead Supervisor and Manager training on 4 Disciplines of Execution. Utilized Scorecards to drive lead measures. • Developed Tools and Weekly cadence for reporting through Excel, Power-BI, and SharePoint. These tools allowed the Supervisors to influence their teams more effectively. Coaching Deliverables were up by 90%, driving Customer Satisfaction to 75. • Developed Business Continuity Plans for issues with emergencies, including inclement weather, system downtimes, and contact center closures.• Detail oriented and a master of time management, used these skills to reduce waste and increase efficiencies within agents and leaders on the floor.

leadership to provide solutions to customers in a timely manner and within expected Service Levels and Average Handle Time. Identified specific customer needs and focused on customer concentric resolutions built for the US Army, US Airforce, and US Postal Service Help Desks. • Front-line support agent dealing with US government Contracts. Supported the US Air Force, Army, and US Postal Service Help Desks.• Maintained an average customer satisfaction rating of 81• Expert level knowledge in tools like Salesforce, CRM, and Microsoft Dynamics